Assured thecustomerthat we canassistDidn'tover talkthecustomerAcknowledgethe customerby their nameAsked "if there'sanything else toassist with" priorto transfer/callendingLeftdetailednotesFollowed theproper 5-point holdprocedureWarmTransferEnthusedtone fromstart tofinishRecapped the callprior toending/transferringProvidedclearinstructionsAskedprobingquestionsBrandedthe callBuild rapportaround thesmart deviceScheduleda callbackSent anACE toa peerTroubleshootedthe issuebeforetransferringReassuredthe customerwith 3 powerwordsTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingCelebratedwins with thecustomer(reassurance)RemainedconversationalUsedtoolsDispositionedthe callproperlyDeliveredanexceptionalexperienceAssistedin thegroupchatConfirmed thereason forcalling outsideof thecompassionstatementAnswered thecall within 10seconds (micdown vs up)Ready to takethe callSharedbestpracticeswith a peerMentionedtheoutboundscriptAssured thecustomerthat we canassistDidn'tover talkthecustomerAcknowledgethe customerby their nameAsked "if there'sanything else toassist with" priorto transfer/callendingLeftdetailednotesFollowed theproper 5-point holdprocedureWarmTransferEnthusedtone fromstart tofinishRecapped the callprior toending/transferringProvidedclearinstructionsAskedprobingquestionsBrandedthe callBuild rapportaround thesmart deviceScheduleda callbackSent anACE toa peerTroubleshootedthe issuebeforetransferringReassuredthe customerwith 3 powerwordsTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingCelebratedwins with thecustomer(reassurance)RemainedconversationalUsedtoolsDispositionedthe callproperlyDeliveredanexceptionalexperienceAssistedin thegroupchatConfirmed thereason forcalling outsideof thecompassionstatementAnswered thecall within 10seconds (micdown vs up)Ready to takethe callSharedbestpracticeswith a peerMentionedtheoutboundscript

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
I
2
N
3
N
4
O
5
O
6
N
7
I
8
G
9
N
10
O
11
G
12
B
13
O
14
B
15
G
16
I
17
B
18
B
19
O
20
B
21
I
22
G
23
I
24
O
25
I
26
G
27
G
28
N
29
B
  1. I-Assured the customer that we can assist
  2. N-Didn't over talk the customer
  3. N-Acknowledge the customer by their name
  4. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  5. O-Left detailed notes
  6. N-Followed the proper 5-point hold procedure
  7. I-Warm Transfer
  8. G-Enthused tone from start to finish
  9. N-Recapped the call prior to ending/transferring
  10. O-Provided clear instructions
  11. G-Asked probing questions
  12. B-Branded the call
  13. O-Build rapport around the smart device
  14. B-Scheduled a callback
  15. G-Sent an ACE to a peer
  16. I-Troubleshooted the issue before transferring
  17. B-Reassured the customer with 3 power words
  18. B-Tailored the empathy statement to the reason for calling
  19. O-Owned the resolution with positive phrasing
  20. B-Celebrated wins with the customer (reassurance)
  21. I-Remained conversational
  22. G-Used tools
  23. I-Dispositioned the call properly
  24. O-Delivered an exceptional experience
  25. I-Assisted in the group chat
  26. G-Confirmed the reason for calling outside of the compassion statement
  27. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  28. N-Shared best practices with a peer
  29. B-Mentioned the outbound script